Service Desk Analyst

About Us

Freightways Information Services Ltd (FIS) is the internal shared services provider for information technology and advisory services across the Freightways Group. We manage Freightways’ IT infrastructure and partner with selected external technology suppliers to deliver reliable, secure, and innovative solutions.

An exciting opportunity has become available for a Service Desk Analyst to join our supportive and high-performing Service Desk team. In this role, you’ll be central to the Service Desk function — championing collaboration, efficient processes, and prioritisation to reduce customer effort and enhance service delivery.

You’ll provide support across business applications and platforms through multiple channels, including web, phone, remote, and in-person assistance.

What We Offer

A full-time, permanent role based in Penrose.

Flexible working arrangements to support work–life balance.

A people-focused, supportive team environment.

Professional development opportunities and clear pathways for career growth.

About The Role

Deliver high-quality, responsive customer service to business users.

Collaborate within the Service Desk and across other IT teams to deliver effective solutions.

Apply strong troubleshooting and diagnostic skills to resolve IT issues efficiently.

Provide application and system support for Freightways’ line-of-business applications, including Microsoft Windows and the Microsoft Office suite.

Investigate, resolve, or escalate reported issues using structured fault analysis.

Maintain IT system documentation and develop user knowledge base articles.

Drive a strong customer service culture through prioritisation and process improvement.

About You

2+ years’ experience in IT Service Desk, Desktop Support, or a similar customer service role.

A genuine passion for technology and helping others resolve technical issues.

Strong problem-solving skills with a logical and methodical approach.

Excellent written and verbal communication abilities.

A proactive attitude toward learning and sharing knowledge.

High attention to detail across a variety of support activities.

Experience using help desk ticketing software and managing incident workflows.

Proven capability in supporting Windows 11 and Office 365 environments.

Hands-on experience with SCCM software packaging and deployments.

Experience with Group Policy creation and customisation.

A tertiary qualification in IT or equivalent certifications (desirable).

Apply

If this sounds like the opportunity you’ve been looking for, we’d love to hear from you.

Click ‘Apply’ to register your interest and join a team that keeps Freightways connected and moving.